In this section of the Work Queue settings, administrators can define the agents/agent groups who will recieve the cases.

Once all the necessary details in the general settings are filled out, click on Assignees on the left-side pane.

Start by selecting the distribution type, which determines how cases are assigned to eligible agents. You can choose from the following options:

• Standard Distribution: Assigns cases without specific distribution criteria among groups.

  • In the Users section, add individual users or user groups who will handle the assigned cases.

  • In Add Users Based on Skills, select agents based on their skill levels. To configure:

    1. Select a Skill – Choose the relevant skill (for example, Credit Card Sales or Credit Card Support).

    2. Set a Condition – Define whether the agent’s skill level should be greater than, less than, or equal to a certain value.

    3. Enter a Value – Specify the threshold (for example, 80). Agents who meet the defined skill condition are automatically eligible for the queue, in addition to those explicitly added via Users/User Groups. This field is effective only for Standard Distribution.

• Percentage-Based Distribution : The Percentage-Based Routing feature enables administrators to efficiently distribute cases across user groups by assigning work on according to predefined percentage points. This method ensures that case allocation is balanced and aligned with the operational capacities and goals of each group.

  By setting specific distribution ratios, administrators control the volume of cases routed to each group to prevent
  overburdening of one group as compared to the other groups.

  ​The feature also supports targeted sampling, letting administrators adjust case distribution based on specific needs. For more information on Percentage-Based Distribution, click here.

• Forecast-Based Distribution: The Forecast Driven Distribution feature enables the administrator to efficiently distribute cases among user groups based on the forecast generated for different Work Types. In-case there is no active forecast, the system then distributes cases using fallback percentages for all groups. Also, by selecting the granularity for routing, the routing system tries to maintain the distribution ratio of cases as per the distribution done among contact centers for that particular interval.

  By leveraging WFM, the feature ensures that the cases in the work queue are distributed proportionally among user groups based on the forecasted volume. The sorting among Work Types for assignment is determined by their forecasted share: Work Types with higher forecasted volume would be above in sorting order than other Work Types with less volume. If no agent is available in the first (predicted) Work Type, the case is immediately presented to the next Work Type in order of priority.

  This leads to balanced resource utilization, preventing overloading of specific teams and improving overall efficiency in case management. Also, the ability to define fallback percentages and reroute cases to backup user groups in case of unavailability ensures uninterrupted case handling. This flexibility minimizes delays in case assignment, ensuring that customer queries are addressed promptly, even in unexpected situations. For more information on Forecast-Based Distribution, click here.

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